Having to reply to the same customer questions repeatedly is an unavoidable part of customer support. With canned responses for customer support, your operators never have to answer the same question again. This live chat software feature not only improves your response time, but also saves the effort on repetitive typing. With canned responses, you create answers to the most common questions once, save them, and reuse during a live chat at any time. Your customers don’t like to wait for you to type an answer – with live chat canned responses, they don’t have to!
Miscommunication between operators and customers can occur if the same question gets answered differently. Canned responses in live chat help to eliminate this miscommunication. Provide quality and consistent answers to commonly asked questions by creating a standard canned message. It allows your operators to provide consistent live chat communication to all customers. The feature helps operators to provide quality while giving instant answers efficiently, thus building a delightful experience for customers.
Identify and create a standard set of responses for all your frequently asked questions. Create and maintain canned responses examples or templates to improve response time. With a set of templates, your customer support operators can handle more customer questions in less time and manage more chat windows simultaneously. Improve operators’ productivity and also ensure that a standard response is offered to all customers.
Live chat operators are often in a hurry to type responses while switching from one chat window to another as they handle multiple customers at the same time. When you type, you are prone to making typos. Even if you quickly scan your chats before sending, it’s likely that some typos and grammatical mistakes will still going to slip through. Reduce errors and be more precise with live chat canned responses. This makes your operators look more professional, but builds their confidence.
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Health Licensing Coordinator, Nebraska Department of Human and Health Services